Jonathan Erazo
Los Angeles,CA
Summary
Director of Customer Success Operations with a strong background in team management and CRM infrastructure within the Software as a Service industry. Passionate about leading teams to enhance customer satisfaction and retention. Skilled in developing and implementing strategies to improve customer experiences and optimize processes. Proficient in leveraging data-driven insights for decision-making and collaborating across teams to ensure customer feedback informs product development.
Overview
8
8
years of professional experience
Work History
Director of Customer Success
DearDoc
02.2024 - Current
- Managed ChurnZero implementation to focus on customer results and leverage touch points for higher retention rates.
- Responsible for building team architecture and processes for those team, whether they be in SFDC, Ninety, JIRA, or Monday.
- Equipped managers with accurate reporting aimed at identifying performance and team effort.
- Provided senior leadership with reporting focused on cancellations, new process roll outs, team performance, and beyond.
- Developed and maintained department metrics using SFDC and Google Suite.
- Collaborated with Product and Sales Operations to ensure SFDC upkeep and data management.
- Pivoted departmental focuses on a quarterly basis while still ensuring comprehensive documentation, training, and reporting were all available prior to launch date.
- Managed new SFDC requirements and logic, and project managed requests rolled out to the engineering team.
Senior Manager of Customer Success
DearDoc
08.2021 - 03.2024
- Conducted ongoing team development through weekly coaching sessions, one-on-one meetings, and tailored development plans.
- Managed a team of 20 Customer Success Managers.
- Built and launched a QBR process to support renewal and expansion initiatives.
- Managed, built, and launched the Mid-Market segment from concept to successful onboarding and ongoing support.
- Developed career development plans focusing on departmental growth and leadership development.
- Oversaw Customer Success department operations, including metric development, Salesforce modifications, SOP creation, and dashboard buildouts.
- Experienced in recruiting, onboarding, and training new hires to ensure rapid and effective integration into the team.
- Created and executed department initiatives focused on expansion, renewals, retention, and product adoption.
- Responsible for Book of Business redistribution by using tools like SFDC, Google Sheets, and G-Connector
Enterprise, Customer Success Manager
ServiceTitan Inc.
11.2019 - 08.2021
- Project managed large multi-month success plans that focused on exceptional adoption of products and workflows
- Responsible for growing my Book of Business from $2.5 Mil to $3.5 Mil ARR
- Conducted QBRs, Success calls, and built out regular Success Plans to achieve customer and company goals
- Handled enablement and training of new modules
- Identify areas of improvement within workflows to enhance performance and overall company revenue
- Frequently met with CEO/CTO/CROs on a weekly basis to work on changes needed for their businesses.
- Identified downward trends in end-customer data and used those insights to help increase customer ROI.
Manager, Customer Success
Demandforce
08.2018 - 11.2019
- Analyzed the CSM workflow and managed our Gainsight CTA revamp, moving away from a transactional approach and into a more consultative and proactive one
- Managed projects and developed SOP's and trainings for any new processes
- Project managed the ongoing SFDC and Reporting builds for the CS department
- Responsible for analyzing customer adoption data and using those insights to build playbooks and material to help maximize our revenue and account growth
- Led the integration and continued partnership with our sister company iMatrix
- Promoted 8 team members into senior CSM, and manager level roles
- Experienced in leveling up internal processes in an effort to streamline and increase productivity.
- Worked in tandem with Sales and Product when looking at changing internal processes to help with more seamless launches.
Team Lead - Enterprise, Customer Success Manager
Demandforce
10.2016 - 08.2018
- Owned new hire training and ongoing development
- Successfully retained my 3 million dollar ARR Book of Business for 3 consecutive quarters.
- Worked in tandem with our product, sales, marketing, engineering, and clients to identify areas of improvement in our program
- Worked with management in rolling out new processes and new pilot programs.
- Balanced owning a book of large customers while also helping support the team of Customer Success Managers.
Education
B.S - Communication Studies, Organizational & Media Communication, Professional & Group Communication
California State University - Northridge
Northridge, CASkills
- Salesforce
- Gainsight
- Google Suite
- Kronos
- Smartsheets
- JustWorks
- FreshDesk
- Aircall
- Chorus
- RingCentral
- Monday
- Ninety
Timeline
Director of Customer Success
DearDoc
02.2024 - Current
Senior Manager of Customer Success
DearDoc
08.2021 - 03.2024
Enterprise, Customer Success Manager
ServiceTitan Inc.
11.2019 - 08.2021
Manager, Customer Success
Demandforce
08.2018 - 11.2019
Team Lead - Enterprise, Customer Success Manager
Demandforce
10.2016 - 08.2018
B.S - Communication Studies, Organizational & Media Communication, Professional & Group Communication
California State University - Northridge
Similar Profiles
Flynn StewartFlynn Stewart
SMB Account Executive at DearDocSMB Account Executive at DearDoc
Steve SobelSteve Sobel
VP OF CREATIVE DEVELOPMENT/Lead Copywriter at Critical Content/SK Global GroupVP OF CREATIVE DEVELOPMENT/Lead Copywriter at Critical Content/SK Global Group
IRIS LOPEZIRIS LOPEZ
Senior Improvement Coach at CORE DistrictsSenior Improvement Coach at CORE Districts
Liam FrankLiam Frank
Cart Attendant at Kemper Sports Management- Iron Horse Golf ClubCart Attendant at Kemper Sports Management- Iron Horse Golf Club
Carolina RamosCarolina Ramos
Crew Member at McDonald'sCrew Member at McDonald's